DE033581-Customer Service Senior Analyst

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POSITION TITLE: Customer Service Senior Analyst
WORK SETUP: Hybrid

OVERALL PURPOSE:

The Team lead is responsible for work assignments, managing quality of service of the team and driving the performance of the team to meet business objectives.

RESPONSIBILITIES:

• Keep the customer at the center of the team's thinking by taking responsibility for customer satisfaction and loyalty. Handle complex customer escalations using sound judgment to deliver resolutions within agreed timeframes while improving consultant effectiveness.
• Manage and meet customer expectations by optimizing team performance through identifying, improving, and implementing localized initiatives that reduce customer effort, increase customer loyalty, and improve customer acquisition and retention.
• Provide daily leadership and oversight of team workflow, ensuring quality and productivity targets are met through on-the-job training, coaching, and fostering an environment that drives high performance and career growth.
• Collaborate closely with Team Leaders, Operations Managers, and support partners to ensure the voice of the customer and the business is represented.
• Ensure all sales practices comply with industry regulatory requirements and Origin's internal policies as the minimum standard.
• Create a highly engaged workforce by leading with a compelling vision that connects the team to broader Retail objectives.
• Conduct effective and timely performance monitoring, counseling, and coaching of team members, focusing on consistent and balanced team performance through the effective use of performance and behavior management frameworks.

OTHERS:

Project Shift Schedule: Morning Shift
Project Rest Day: Weekends Off
Project/Team Location: Quezon Gateway Tower 2

SKILLS AND QUALIFICATIONS: Standard Team Lead profile At least 3 years relevant experience; 1 year supervisory experience

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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